Manager - ITSM | Engineering | Platform Development

A Lead Production IM implements and manages secure, scalable, and cost-effective cloud infrastructure on Amazon Web Services.

Key Skills Required:

• Core competencies required - Incident, Problem & Change Management (ITIL)
• Disaster Recovery & High Availability Architecture
• Team Leadership & People Management
• Site Reliability Engineering & Production Operations
• Cloud & Container Platforms (AWS, Kubernetes, Docker)
• Monitoring & Observability (Kibana, Splunk, Grafana, Prometheus, Nagios, Zenduty)
• SLA / SLO / MTTR Governance & Reliability Engineering
• Stakeholder & Client Communication

Responsibilities:

• Service recovery: Lead response efforts to restore normal operations as fast as possible.
• Communication hub: Act as the primary contact point between technical teams and business stakeholders during outages.
• Bridge coordination: Run war rooms and bridge calls to align cross-functional groups.
• Root cause analysis: Facilitate post-mortem reviews to find underlying problems and prevent future failures.
• Lead and manage 24x7 application and infrastructure support operations for enterprise applications.
• Be responsible for production operations, deployment, build and release, and support across applications and infrastructure.
• Own and manage the end-to-end lifecycle of incidents (P1-P4) and change, ensuring timely identification, escalation, communication, resolution, and closure.
• Identify recurring incidents and work with engineering teams to reduce MTTR, incident recurrence, and operational toil.
• Perform impact analysis and prioritization based on business criticality and customer impact.
• Drive root cause analysis (RCA) and post-incident reviews (PIR), ensuring actionable corrective and preventive actions (CAPA) are identified for continuous improvement.
• Supervise the incident and problem lifecycle; ensure effective post-incident reviews, RCA, and continuous improvement.
• Provide L2/L3 level infrastructure and application support, mostly in Linux servers, and investigate RCA while handling escalations from clients and stakeholders depending on issue priority.
• Manage a team of SREs and support engineers; conduct performance reviews, mentoring, and ensure SLA/KPI compliance (MTTRs, SLO, automation ratio).
• Drive automation, deployment, and reliability initiatives using Kubernetes, Docker, Jenkins, GCP, and Azure.
• Oversee active-active and active-passive data center configurations and routing through SBCs for failover scenarios.
• Be actively involved in active-active and active-passive DR failover.
• Spearhead process improvements in incident management, RCA analysis, and capacity planning, enhancing uptime and service resilience.
• Use ELK, Grafana, and CloudWatch tools extensively for log monitoring and analysis to troubleshoot day-to-day production issues, and use Kibana dashboards to analyze data with respect to customer, data center, and application.
• Demonstrate hands-on experience in Kibana dashboards, Grafana monitoring, Apigee API checks, and cloud resource optimization.
• Have experience with the containerization tool Docker, writing Dockerfiles for creating Docker images and containers in different environments.
• Use Kubernetes to orchestrate deployment and Apptio to scale up, scale down, and manage Kubernetes pods.
• Show a proven track record in leading L2/L3 production support, driving incident management, RCA, and automation initiatives while ensuring high availability, compliance, and SLA adherence for enterprise customers.
• Have exposure to supporting REST API applications and tasks like GET, POST, PUT, and clear cache as part of pre/post deployment and support processes.
• Execute, write, and modify complex DML and DDL SQL queries as required to solve day-to-day application and production-related issues.
• Monitor customer satisfaction metrics (CSAT/NPS) and implement continuous improvement plans to address recurring issues.

Required Hands-on Technical Skills:

• AWS services: Understanding and experience in EC2, S3, RDS, Lambda, VPC, DynamoDB, and IAM.
• Cloud architecture: Knowledge of design patterns (microservices, serverless), high availability, scalability, and disaster recovery.
• DevOps and tools: Experience with Docker, Kubernetes, CI/CD pipelines, and automation scripting (Python, Bash).
• Networking: Deep knowledge of networking, VPCs, load balancing, and databases (SQL/NoSQL).
• Security: Implementing security best practices, including IAM, encryption, and network segmentation.
• Observability: Monitoring system performance, troubleshooting issues, and managing cost optimization strategies with tools like Grafana, CloudWatch, ELK, and Site247.
• Infrastructure as code (IaC): Experience in Terraform, Ansible, or AWS CloudFormation.
• Experience: 10-15+ years in IT, with 8+ years specialized in enterprise production systems management and cloud architecture.
• Certification: ITIL certified preferred.
• AWS Certified Solutions Architect - Associate or Professional is highly preferred.

Good to have:

• Banking and finance domain working experience, specifically on cards and payments, mobile apps, and cloud-native solutions, would be useful.

Skills

AWS, Amazon Web Services, Docker, ITIL, ITSM, Kubernetes